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New Forms of Public Service Delivery – are they really valuable?


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  • Carvalho, Cláudia

    (Universidade Portucalense)

  • Brito, Carlos

    (University of Porto-Faculty of Economics)

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    One of the major challenges currently faced by Public Administrations is the creation of more value for both citizens and firms, mainly because of the increasing budgetary constraints and challenging demands from society. In fact, in the last two decades there has been a general movement of public reform in almost all developed countries, and for this reason it became essential to understand how users assess public services’ quality. This paper aims precisely at understanding which the determinants of public services’ quality are. Due to the nature of the research problem, the case-study methodology has been chosen. Thus, this paper presents the case-study of Citizen Shops in Portugal, a recent and innovative channel of public services’ delivery, within a strong relational perspective. This research involved an extensive qualitative and quantitative data collection. The main findings and implications are presented and discussed.

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    Bibliographic Info

    Paper provided by Universidade Portucalense, Centro de Investigação em Gestão e Economia (CIGE) in its series Working Papers with number 7/2009.

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    Length: 14 pages
    Date of creation: 31 Jul 2009
    Date of revision:
    Handle: RePEc:ris:cigewp:2009_007

    Contact details of provider:
    Postal: Universidade Portucalense – Economics and Management Department (CIGE – Centro de Investigação em Gestão e Economia), Rua Dr. António Bernardino de Almeida, 541-619, 4200 – 072 Porto, Portugal
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    Keywords: public services; Citizen Shops; quality determinants; satisfaction; dissatisfaction;

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    1. Bolton, Ruth N & Drew, James H, 1991. " A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, University of Chicago Press, University of Chicago Press, vol. 17(4), pages 375-84, March.
    2. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, Elsevier, vol. 55(1), pages 17-31, January.
    3. Oliver, Richard L, 1993. " Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, University of Chicago Press, University of Chicago Press, vol. 20(3), pages 418-30, December.
    4. Berry, Leonard L. & Zeithaml, Valarie A. & Parasuraman, A., 1985. "Quality counts in services, too," Business Horizons, Elsevier, Elsevier, vol. 28(3), pages 44-52.
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